January 7, 2021

Managing Queues the Right Way: How Auto-Triage Reduces Pressure from Your Customer Support Team

Very few things are as overwhelming for customer support agents as an inbox filled to the brim with support tickets. Managing, or triaging queues of tickets, manually can quickly become stressful - and it takes a good deal of time. 

Think about it. You finish one ticket (or 4,000), and more are sitting there waiting for your attention. Some tickets are complicated and require more time, which leads to high-priority tickets not getting found, others being ignored, and still others bouncing around between team members endlessly. And even on your best days, inconsistency in your answers can happen.

On top of this, manually routing tickets requires having deep knowledge of situational and historical precedence. Some systems rely too heavily on customers,  using what they’ve tagged themselves as needing when they submitted their request. Some people have tried to tag based on subject line content, but only captures as much as what the subject line offers.

More stressed? Don’t be. There is a solution to triage with more consistency, accuracy, efficiency, and clarity on ticket trends and needs. Keep reading to uncover ways customer service automation or AI like auto-triage from Agatha helps.

#1 Automates the mundane while uncovering trends 

Let’s face it. Reading and routing tickets is mundane. Whether you’re identifying spam, determining escalations, or moving tickets to the right agent’s lane, appropriately directing tickets can be a resource-draining task. You spend too much time searching for an answer. Or worse, you end up copying and pasting templates over and over. 

With AI like Agatha Triage, you can intentionally automate all these processes through best-in-class machine learning that identifies the need and intent better than anything else, including a human agent. 

Even better? With triage tools, you can build AI models to predict future tickets and solve customer questions faster. Instead of just going off past tags, your team can build these models based on past issues, tickets, and accurate categorization.

By gathering metrics on your tickets based on a comprehensive understanding like this, you’re learning about your business’s customer support trends while saving time. Why is this so important? You want to see common questions, issues, or concerns to prepare your team to answer tickets faster in the future. It also helps you make informed decisions about your customer and product. 

#2 Finds high-priority tickets 

When your queue is full of support tickets, it can be difficult to determine which one to tackle first. Should you go with the adage, “first come, first serve,” or the ticket that’s full of expletives? Choosing the wrong one could lead to an unhappy customer or one who requires serious help having to wait. 

Fortunately, AI can help fix this problem. Automation can categorize tickets, incoming and old, with a high degree of accuracy, so you know for sure which one must be answered first. Agatha Triage specifically prioritizes based on how simple a question is or whether or not a human agent is needed inside your helpdesk. 

Additionally, Agatha does this a little differently than other solutions. Rather than tagging based on the subject line or even keywords in the ticket, she uses deep neural network learnings to provide the most accurate understanding of language. For example, she not only can tag a ticket that’s laden with curse words, but she will also tag the ticket where someone who is simply using a stern tone. If it’s evident they both need immediate assistance, she’ll make sure both get the attention they need. That means you won’t miss any important ticket ever, colorful language or not. 

#3 Routes to the right team 

A customer support team is comprised of several agents with different levels of experience, expertise, and knowledge. A fresh perspective is great, but routing requires a lot of historical knowledge about how an organization solves problems and an understanding of the vernacular that both internal and external folks use to express their issues. 

Agatha Triage can help route a ticket that would take a ton of energy and time for a new agent to route. She also helps veteran or talented agents from being bogged down with unnecessary work using a model that considers the different categories of different departments. Natural language understanding also ensures that the correct person within a team is working on a ticket. 

What does that mean for your team? Less stress! They won’t be working on tickets they’re not cut out to handle or pinging each other to put more of your team’s energy into answering each issue collectively. AI also prevents these tickets from sitting around in an inbox too long or being passed around.

#4 Eliminates spam

No one likes spam, and, unfortunately, customer support agents can deal with a lot of it. AI automatically detects and removes unwanted tickets, ads, or unnecessary responses, whether malicious or not and prevents them from ever entering your agents’ queue.

With Agatha, this can remove 20% of tickets in a queue with 98% accuracy. That results in saved time and stress. You also won’t be working on tickets that don’t impact your teams’ customer satisfaction scores. You’ll get back that lost time and improve operations because AI is continually learning, taking in new information, and optimizing your workflows. 

The bottom line

Routing tickets is not an exciting part of making a great customer experience, but it’s foundational to an efficient customer support system.  Instead of a manual process or a series of drop-down options and tags for customers to guess at, consider AI to help your team members focus on solving customer issues instead of moving them around your org.

Specific tools like Agatha empower agents to make informed decisions to manage their day-to-day more effectively and efficiently -- saving time while ultimately answering your tickets quicker and providing a great support experience.

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